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Job Title
Voice Communications Specialist-Remote
Location
Cleveland
Facility
Remote Location
Department
Job Code
B1027S
Shift
Days
Schedule
8:00am-5:00pm
Job Summary
Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfers to appropriate destination. Operates telecommunications equipment. Operates facsimile and page programming units and associated equipment. Operates page terminal and associated equipment.
Job Details
This caregiver role is primarily a day-shift position, scheduled Monday through Friday. Current hours are anticipated to fall between 8:00 a.m. and 5:00 p.m.; however, the schedule is subject to change as the team continues to finalize operating hours.
Responsibilities:
- Answer inbound calls, search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
- Navigate through the QGenda on-call system to identify on-call Provider. Process on-call via alpha page or phone call to the Provider with patient details.
- Provides assistance to patients with dialing instructions, placing calls and answering questions.
- Expedites medical emergency and crises intervention procedures using page and established procedures.
- Processes calls using associated telephone equipment and messaging technology equipment.
- Handles inbound calls for multiple locations
- Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies/information, etc.)
- Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
- Other duties as assigned
Education:
- HS diploma or equivalent GED required.
Certifications:
Complexity of Work:
- A solid understanding of networking/distributed computing environment concepts.
- Understands principles of client/server configuration.
- Excellent knowledge of messaging technology and project management skills.
Work Experience:
- A minimum of 1 year of Call Center or telephone operator experience
- Or 2 years of Customer Service experience
- Experience in Health Care or a related field preferred
Physical Requirements:
- Ability to perform work in a stationary position for extended periods
- Ability to operate a computer and other office equipment
- Ability to travel throughout the hospital system
- Ability to communicate and exchange accurate information
- In some locations, ability to move up to 10 pounds
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/
Please review the Equal Employment Opportunity poster.
Cleveland Clinic is pleased to be an equal employment opportunity employer.
